The Dufry experience
Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company's revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take read more...
Not every guest interaction will be positive, so be prepared to diffuse tense situations.
As part of our pre-training preparations, I get to look at the various service recovery training that our clients have in place, and I find they nearly 
White Wine
Good to know: White wine is made from the fermented juice of grapes stripped of their seeds and skins.
Calories:Around 130 calories per 175 ml glass; slightly more in sweeter wines.
Pros: American researchers found that grape flesh contains the chemicals 
Sri Lanka welcomed 184,158 international visitors in November 2024. On a year-on-year basis in November, tourist arrivals were up 21.5%.However, it was 7% shy of achieving the 198,069 arrivals it had set out for the month.
Six countries (The US, Australia, 
Undoubtedly, there are several other hotel brands in the same city where your property is located - all aiming to win the same customers you are trying to reach. Competition in the hospitality industry is both fierce and continually changing. 
BrandyGood to know:Brandy is a spirit distilled from red wine. Fine brandies are aged for extra flavour in wooden casks. Hangover hell? Brandy contains high amounts of impurities.
Calories:Around 80 in every 35ml shot.
Pros:Because brandy is a distillation of red wine, 
Now I bet you’re wondering, excuses for what? Excuses me for not jumping in the deep end with the financials in your hotel career. What’s your imagination telling you that’s wrong in your hotel that holds you back from owning 
A second Australian teenager has died of suspected methanol poisoning, bringing to six the number of foreign tourists who have died after apparently drinking tainted alcohol in Laos.
The family of Holly Bowles, 19, said it was with "broken hearts" that 
Mistakes are how we learn. Sometimes though, we do not realise that we have made a mistake or spot one that has occurred. There are those of course, who prefer to stay in denial, refusing to acknowledge or understand why 
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating my business plan for a hotel industry training 
Rolling forecasts are nothing new but I must point out that most hotels don’t use them, and they really should. It’s an incredibly useful tool that is literally worth its weight in gold. That being said, it doesn’t weigh much 
The Maldives, Mauritius, the Seychelles or Sri Lanka, which should you visit? Our writer compares the winter-sun favourites
The problem facing isle-o-philes is that it’s hard to know which tropical sun-kissed Indian Ocean island to choose over another. Scattered like jewels 
